I’ve been a customer for a few years and have three contracts within the family. Never had any issues until March 2024 when my mobile number was cloned. Fraudsters used my number some how requested a PAC code and activated it before I was aware. I noticed a text message saying PAC was used successfully. Straight onto ID mobile via live chat and reported as a fraud. Was told fraud department would investigate and report back in 30 days(no contact at all since by them). On checking my bank and credit card accounts the fraudsters had accessed my accounts using the phone number to change bank account passwords. Over £5k attempted which fortunately the bank stopped and credit card company snatched back. All details reported to action fraud. Then two weeks later I received a letter saying I’d taken out a new account for £8 a month, the number attached to the contract was included and date of first payment. I hadn’t taken this out and reported same to ID via live chat. All the time being assured that it’ll be marked up and not to worry. So I made sure my bank wouldn’t pay this £8. Then I get a letter saying the amount will be classed as a debt to be recovered. The number and account was closed by them. At no point have I received a SIM for this account so where have they sent that….they can’t or won’t tell me. I go onto the complaints section to find a contact number which I phone and speak to a woman who’s English was so poor I couldn’t understand and had no faith she understood me. Again reported to action fraud. I then phone again and speak to someone in South Africa, better English all reference numbers supplied and was advised that nothing will happen. Oh how mistaken are they with their advice. Following week a letter from debt company now increased to £16 seeking payment on ID mobiles behalf. They took all details and lodged a complaint about this with ID mobile as I’d consistently reported the various frauds/attempt frauds. Again contact the customer complaints tell them everything again. They can see I had reported things. I’ve now lodged a complaint and seeking compensation for all the time and stress that this has caused me due to their lapse systems to allow a PAC code to be sent without talking to me. They are cheap and it’s obvious when you have an issue. All contracts with family members will be cancelled (month notice) and will never touch this set up again.
1 month ago
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Alice, Customer Support

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